Service Coordinator

Overview:

Securify is a boutique IT business and security integration company that provides holistic security and IT needs. We are looking for a Service Coordinator to join our growing team. The Service Coordinator is the air traffic controller of our support team. You will directly oversee the dispatch of service requests so that they are routed to the appropriate resources, assign tickets to our technicians, prioritize tasks, and assist with some light project management.

Qualifications

• The ideal candidate will have two years of experience as a Service Coordinator or similar role

• Some experience leading a small team or have had direct reports as this is a semi-leadership position that requires motivating our techs to complete their tickets in a timely manner, navigating the occasional tricky MSP-client expectations, and using diplomacy to resolve conflicts

• Have experience in the construction industry

• Have experience working with security systems

• Ideally you would be able to command the respect of our techs yet be diplomatic and customer service-oriented

• Excellent verbal and written skills are required

• Must have experience with Freshdesk

• Must have a positive, friendly, disposition

• Detail-oriented

• Have a passion for technology and the managed services industry

• Ability to lift up to 50lbs, bending, standing, walking, kneeling, and being in awkward positions

Responsibilities

• Directly oversee the dispatch and progress of service requests

• Dispatch client requests and/or tasks to appropriate technician

• Occasionally contact client to apprise of ticket status

• Assist in managing and monitoring tickets and technician schedules to ensure prompt resolution of service tickets and project tasks

• Assist technicians with adding notes or description to tickets as needed

• Review tickets for accuracy, appropriate action taken, and spot check technician notes to ensure professional language

• Review submitted activities, quote requests, procurement statuses, and follow-up with associated parties

• Assist technicians in managing client communications or resolution of 3rd party issues/communications

• Ensure technicians time sheets are completed in a timely manner and review technician time entries

• Occasionally follow up with clients to review tickets and answer questions

• Occasionally attend client status update calls help maintain client rapport

• Ensure client information, contacts, and IT documentation are kept up to date

• Serve as first point of escalation for client complaints

Benefits:

Though we’re a small company, we’re proud to offer some really great benefits and perks to our teammates, including:

• Health, Vision, Dental Insurance

• Retirement

• Opportunities for Training & Development

• Monthly Stipend for Mobile Phone Reimbursement

• Monthly Stipend for Meal Reimbursement

• Monthly Stipend for Gym Membership Reimbursement

Work Location:

• This is an in-person position, working at our office in Mountain View, CA.